E-Governance implementation requires certain service levels to be achieved as they replace traditional manual processes thereby increasing the dependence of government agencies on information technology based services. High quality services entail high performance, availability, and scalability among other service characteristics. Strict measures are required to help e-governments evaluate the service level and assess the quality of the service. In this paper, we introduce the IT Infrastructure Library (ITIL) framework - a set of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems and discuss its significance and benefits in E-Governance implementation.

1. Karan Ashish, International Journal of Advance Research, Ideas and Innovations in Technology.
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E-Governance: Project Management Practices through
Information Technology Infrastructure Library
Ashish Karan
Research Scholar
Malaviya National Institute of Technology, Jaipur, Rajasthan
ashishkaran21@gmail.com
Abstract: E-Governance implementation requires certain service levels to be achieved as they replace traditional manual
processes thereby increasing the dependence of government agencies on information technology based services. High quality
services entail high performance, availability, and scalability among other service characteristics. Strict measures are required
to help e-governments evaluate the service level and assess the quality of the service. In this paper, we introduce the IT
Infrastructure Library (ITIL) framework - a set of best practices to achieve quality service and overcome difficulties associated
with the growth of IT systems and discuss its significance and benefits in E-Governance implementation.
Keywords: E-Governance, ITIL, ITSM, Project Management.
I. INTRODUCTION
In the race of computerizing manual processes, many E-Governance projects across the world have failed due to ineffective project
management practices. This is led various governments and IT organizations look to the ITIL framework for guidance. ITIL, or the
IT Infrastructure Library, is widely accepted international standards of IT practices. It requires a certain service level to be attained
as they replace traditional manual processes and increases the dependence of government on information technology based services.
High quality services entail high performance, availability, and scalability among other service characteristics. Defining the requisite
service levels for such characteristics is a key activity. ITIL provides a systematic approach for attaining pre-defined service levels
for various service characteristics. The processes identified, designed and implemented as part of the ITIL framework can be
considered as a measure or means to achieve pre-defined service levels for E-Governance.
II. IT INFRASTRUCTURE LIBRARY
The Information Technology Infrastructure Library was born from the marriage of IT and business strategy after the realisation of
the significance of IT service management. It is basically a set of policies and concepts for managing IT infrastructure and service
effectively and efficiently. It was first published in the 1980s by The U.K. Central Computer and Telecommunications Agency, and
it is still governed by the U.K. Office of Government Commerce. Even though ITIL was developed during the 1980s, adoption was
light until the early 1990s and has only gained traction in the U.S. within the past few years.
ITIL makes E-Governance implementation easier by providing a structured, flexible guidelines for governance standards around IT
service management. It improves the alignment between the operations and IT, increasing citizen satisfaction, lowering costs,
optimizing outsourcing, improving service levels, increasing service availability, and improving the ability to manage change,
among other things. Some may find the guidelines as prescriptive and inflexible and it may appear for some as barriers to adoption
due to lengthy implementation, disruption of current processes, change issues but in long run, it is very fruitful.

2. Karan Ashish, International Journal of Advance Research, Ideas and Innovations in Technology.
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ITIL comprises of two domains and eleven processes of IT service management which are as follows:
a. The Service Support Domain which has the following processes:
(i) Service Desk.
(ii) Incident Management.
(iv) Problem Management
(v) Configuration Management.
(vi) Change Management.
(vii) Release Management.
b. The Service Delivery Domain with the following processes:
(i) Service-level Management.
(ii) Capacity Management.
(iii) IT Service Continuity Management.
(iv) Availability Management.
(v) Financial Management for IT services.
A hierarchical structure of roles and responsibilities is provided within each process as well (Figure 1). Moreover, the International
Organization for Standardization (ISO) established the ‘ISO20000’ as the specification of international standards for IT service
management in 2005, which succeeded the ‘BS15000’ specification of the British Standard Institution based on the ITIL of OGC.
The United Kingdom's Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing
dependence on Information Technology to meet business needs and goals. ITIL provides E-Government with a framework that is
customizable to select the best practices from the industry and achieve a high level of quality service. It also caters for scalability in
future.
The core of ITIL comprises five service delivery processes (Table 1) and five service support processes and one service support
function (service desk). Service support processes apply to the operational level of the organization whereas the service delivery
processes are tactical in nature.
Figure 1. ITIL Infrastructure

3. Karan Ashish, International Journal of Advance Research, Ideas and Innovations in Technology.
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Table1. Description of Core ITIL Components (Adapted from OGC 2006)
Service Delivery Domain – Tactical Level
Service Level Management (SLM) Negotiates service level agreements (SLA) and
ensures that these are met.
Capacity Management Ensures that the capacity of IT services and the IT
infrastructure is able to deliver agreed service level
targets in a cost effective and timely manner.
IT Service Continuity Management Manages risks that could seriously impact IT
services. ITSCM ensures that the IT service provider
can always provide minimum agreed service levels,
by reducing the risk to an acceptable level and
planning for the recovery of IT services.
Availability Management Defines, analyses, plans, and measures and
improves all aspects of the availability of IT
services.
Financial Management Manages an IT service provider’s budgeting,
accounting, and charging requirements
Service Support Domain – Operational Level
Service Desk The single point of contact between the service
provider and the users.
Incident Management Manages the lifecycle of all incidents. Its primary
objective is to return the IT service to customers as
quickly as possible.
Problem Management Manages the lifecycle of all problems. Its primary
objectives are to prevent incidents from happening
and to minimize the impact of incidents that cannot
be prevented.
Change Management Controls the lifecycle of all changes. The objective
is to enable beneficial changes to be made with
minimum disruption to IT services.
Release Management
A collection of hardware, software, documentation,
processes or other components required to
implement p proved changes to IT services.
Configuration Management Responsible for maintaining information about C
Configuration items required to deliver an IT
III. BENEFITS
Though ITIL and other Project Management Practices like PMP have turned out to be very fruitful for E-Governance
implementation. Some of the IT specific benefits are enumerated below:
a) Increased IT efficiency and productivity through defined roles and responsibilities and repeatable and scalable
best-practice-based processes.
b) Better support for regulatory and compliance challenges and increased control.
c) Increased customer perception of IT and its services and the business value they deliver.
d) Increased visibility and understanding of IT services.
e) Better IT service suitability and availability by reducing the “incident lifecycle,” with the ability to prevent issues
before the occur the proactive identification of problems and reducing their adverse impact on business operations
having a better ability to react to the business’s need for rapid change.
f) The ability to measure and improve operational performance.

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Some of the organisation benefits are as follows:
a) Increased IT efficiency and productivity through a better understanding of business requirements, resulting in
better-fitting IT services.
b) Increased business productivity through higher IT service availability levels.
c) Increased IT cost efficiency and value.
d) Better expectations management.
e) Reducing the business impact of incidents.
IV. CONCLUSION
In E-Governance the interaction with stakeholders is through IT, so IT drives the Governance today. The fact is that the E-
Governance effectiveness and citizen service quality is dependent on a high availability, dependability, security, and performance
of IT services. ITIL provides the foundation for quality e-Governance application management]. It supports governance aims by
offering services which are based on efficient citizen centric principles and adequately fulfil governance requirements.
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